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2017 GLOBAL PASSENGER SURVEY
HIGHLIGHTS
Put yourself in passenger’s shoes
My time is…“my Precious”
I want to know what is happening
with my flight
I am ready to go digital
I am in full control when new technologies
are availableWhen in-flight,
I want to beentertained
RESPONDENT PROFILE
65% 35%
8%
16%
22%
25%
22%
6%
65 + years
55 - 64 years
45 - 54 years
35 - 44 years
25 - 34 years
18 - 24 yearsN=10 675
SATISFACTION WITH LAST AIR TRAVEL EXPERIENCE
Online booking
Online check-in
Traditional check-in
Self-service kiosk check-in
Self-service bag-tag
Home printed bag-tag
Self-service bag drop
Security
Border control/immigration
Boarding
In-flight entertainment
On-board service
Bag collection
IMPA
CT
ON
OV
ERA
LL
SATI
SFA
CTI
ON
MAIN POINTS OF ATTENTION
MAIN STRENGTHS
SECONDARY POINTS OF ATTENTION
AVERAGE SATISFACTION SCORES
SECONDARY STRENGTHS
SATISFACTION DRIVERS
-100%
-80%
-60%
-40%
-20%
0%
20%
40%
60%
80%
100%
Satisfied Dissatisfied Satisfied (2016) Dissatisfied (2016)
% o
f re
spo
nd
ents
PASSENGER SATISFACTION THROUGHOUT THE CUSTOMER JOURNEY
$
Online booking
Online Check-in
Traditional check-in
Self-service kiosk
check-in
Self-service bag-tag
at the airport
Home printed bag-tag
Self-service bag drop
at the airport
Security Border control /
Immigration
Boarding In-Flight Entertainment
On-boardservice
Bag collection
66% of FFP Members were satisfied from priority boarding*
PASSENGER IN CONTROL
DIGITALIZATION
VALUE OF TIME
WELL-INFORMED PASSENGER
IN-FLIGHT EXPERIENCE
Electronic boarding becomes a standard
74% of passengers used an electronic boarding pass on a smartphone in past 12 months
DIGITALIZATION
vs 2016
No paper...No phone...All you need is you!
64% chose biometric identification as their preferred travelling token
DIGITALIZATION
vs 2016
49% of passengers prefer self-bag drop (46% in 2016)
I can do it all by myself
PASSENGER IN CONTROL
vs 2016
Preferred ways to board the aircraft:
72% passengers prefer self-boarding33% would replace boarding token with biometric recognition
I can board by myself, thank you
PASSENGER IN CONTROL
vs 2016
The maximum acceptable bag-drop time is 3 minutes (78%)
The maximum acceptable queuing time at immigration is 10 minutes (74%)
I don’t want to lose my time
VALUE OF TIME
Board like a VIP
VALUE OF TIME
Top 3 areas which would improve a boarding experience:
An efficient queuing process (67%)Availability of automated boarding gates (38%)Addressing issues around excess carry-on luggage (37%)
Preferred options for receiving notifications:
SMS (42%)E-mail (26%) Smartphone app (28%)
There is much more than just an SMS
WELL-INFORMED PASSENGER
vs 2016
Don’t worry, be happyWELL-INFORMED
PASSENGER
Top 3 services to improve travel disruption experience:
Real-time information shared with passengers (63%) Flight re-booking (53%) Hotel accommodation (42%)
Almost as many passengers want to watch digital content on their own devices (42%) as on seatback devices (45%)
Screens, everywhere!
IN-FLIGHT EXPERIENCE
Rating of IFE. Source: Airs@t North America – Europe,Q1/2012-Q2/2017, Business
3
3.1
3.2
3.3
3.4
3.5
3.6
Picture(screen)quality
Soundquality
Don’t cut me off from the world when flying
IN-FLIGHT EXPERIENCE
Top 3 on-board Wi-Fi usage preferences:
Browse the internet (73%) Send / receive emails (62%) Instant messaging (62%)
Global coverage5 Routes
+35
Airlines+30
Airports
+70 Travel attributes from entire passenger experience: pre-travel, in-flight, post-flight
Passenger Satisfaction Benchmark
Contact us on survey@iata.organd see how Airs@t can fit into your airline’s strategy.
GPS 2017 Combo (Report and Data Viewer)
GPS 2017 Report
2017 GLOBAL PASSENGER SURVEY REPORT
www.iata.org/gps
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